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Job title: 1st Line Support Consultant
Location: Remote but candidate must be located in the region of Edinburgh or Glasgow, to be able to travel to our customer sites when needed.
Hours: Monday to Friday, 37.5 hours per week
Salary: Up to £28k depending on experience + benefits
About BCN
:At BCN we unite people and technology to enable organisations to fly
.
We believe people and organisations can achieve anything using technology to it’s full potential. Our role is to help them understand what is possible, implement in the right way and utilise their technology to achieve their ambitions. Which is why we put people front and centre – building client relationships for life and fostering a culture where our people thriv
e.
We are a leading managed IT services provider and technology consultant, specialising in delivering transformative technology solutions with industry-leading client experience across business, public sector and not for profit organisations. From cloud computing, cybersecurity, and data management to power app development, we are dedicated to pioneering technology with Microsoft innovati
on.
Guided by our 3 values of building relationships, customer success and passion and dedication, we are on a mission to make BCN the most trusted tech partner in the UK today. The kind of company clients want to work with, and people want to work
for.
We are delighted you are on this journey wit
h us!
Focus of the
role:As a 1st Line Support Consultant, you will be responsible for working directly with the end users, offering 1st line technical support via email, ticketing system and telephone, performing fixes where possible and escalating where nece
- ssary.
Providing 1st line technical support for hardware and software - issues.Ensure all calls are logged into the helpdesk system and progress notes are added to all
- calls.Managing the timely resolution of open calls and call actions across all cus
- tomers.Take ownership of incidents assigned to you and manage them through to res
- olutionEnsure that any technical or operational issues on a service ticket are escalated effic
- iently.Ability to research ideas and concepts in order to source suitable technical solutions or resolve p
- roblems‘Hands-on’ problem-solving approach; solving problems within strict SLA tim
- eframesOn occasion provide on-site support for customers as and when r
- equiredDelivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our cus
tomers.
Person, Skills & Exp
- erience:Microsoft Windows 10 troubleshooting and ex
- perienceO365 and its complimentary addons (OneDrive &
- ; Teams)Active Directory administration (user creation, perm
- issions)Antivirus (particularly ESET &
- Sophos)Printer trouble
- shootingGeneral hardware/software troubleshooting and problem-solvin
- g skillsIntune
- and MDMApple Mac
- supportIntune and MDM
- MS AzureMicrosoft software including Windows sever 2012, 2016
- and 2019SharePoint online and on
- premiseBasic understanding of virtualisation (HyperV &
- VmWare)Basic understanding of firewalls (particularly WatchGuard & So
- nicwall)Basic understanding of ne
tworking
Why BCN?The opportunity to shape your own future with industry leading training and development, with access to our BCN- Academy.Competitive salary with the ability to
- progress.23-days holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to
- buy more!Company pensio
- n scheme.2 paid leave days per year to volunteer and support your local community – if it matters to you it matte
- rs to us.Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and
- much moreLife
- assuranceCycle to work scheme, electric vehicle scheme, home and tech scheme, and retail d
- iscounts.Balancing work, life, and fitness can be challenging, so we offer a free on-site gym at our Manchester and Leeds locations to make it easier to sta
- y active.Long service recognition to celebrate all the m
- ilestonesBeer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and l
ots more!
